contact center analyst

IntouchCX

About IntouchCX
<br><br>
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
<br><br>
About the Job
<br><br>
We’re looking for a Real Time Analyst (RTA) to be responsible for monitoring, communicating and making changes that positively affect the real-time performance of our team members. The ideal person will have a good understanding of how contact center functions including scheduling, call queues and forecasting volumes by half-hour segments.
<br><br>
As Real Time Analyst, You Will…
<br><br>
<ul>
<li>Evaluate large amounts of data</li>
<li>Communicate data in a clear and concise manner to Management Teams, Team Leaders and team members</li>
<li>Adjust staffing and scheduling according to changing needs of the business</li>
<li>Solicit extra hours or voluntary time off from where applicable, to ensure staffing meets forecasted volumes to clients</li>
<li>Monitor schedules and escalate issues regarding attendance adherence</li>
<li>Work with team members to ensure they know their statistics related to the schedule</li>
</ul>
As Real Time Analyst, You Have…
<br><br>
<ul>
<li>High school diploma or equivalent (required)</li>
<li>Some post-secondary or completion of post-secondary schooling (preferred)</li>
<li>Good communication skills</li>
<li>Advanced knowledge of MS Word and Excel</li>
<li>Adaptability to learn a variety of software programs</li>
<li>A high level of accuracy with regards to data entry</li>
<li>Strong analytical and problem solving skills</li>
<li>Willingness to learn and adapt to working in a new environment</li>
<li>The ability to multitask and self-manage your work day</li>
</ul>


Real Time Analyst

Intuit

<div><h2 class="jobSectionHeader"><b>Overview</b></h2><div>
Intuit's GBSG Routing RTB (Run the Business) team &mdash; part of the Workforce Management organization &mdash; is seeking a Staff Business Systems Analyst to tackle ambiguous, end-to-end routing problems across GBSG's complex contact channel landscape. Staff BSAs at Intuit operate with a one-team mindset: they lead independently, influence technology decisions across multiple stakeholder groups, and elevate the people and practices around them.</div><div></div><div><br>
The GBSG routing space is high-complexity by design. The Global Business Solutions Group serves small business, mid-market, and international customers across a diverse product portfolio &mdash; QBO, QuickBooks Payroll, QuickBooks Desktop, Payments, and more &mdash; resulting in significantly more product and customer segmentation than other Intuit business units. The routing system that serves these customers (built on the Contact Us Platform and Amazon Connect across Americas, EMEA, and APac instances) is one of the most technically layered in the organization.</div><div></div><div><br>
We're looking for a Staff BSA who can own cross-functional routing initiatives from discovery to delivery, bring analytical rigor to complex problems (transfer pattern analysis, routing accuracy, multi-contact diagnostics), and serve as a platform SME who can both execute configuration work and advise stakeholders on what CUP can and cannot do.</div><div></div><div><br>
An AI-first mindset is non-negotiable: we expect this person to proactively apply generative AI tools and automation to accelerate delivery, reduce manual effort, and surface better insights from routing data.</div><p><b><br>
Responsibilities</b></p><ul><li>Lead complex, cross-functional routing initiatives end-to-end &mdash; from stakeholder discovery and requirements synthesis through CUP/Amazon Connect configuration, UAT coordination, production deployment, and post-launch monitoring.</li></ul><div></div><ul><li><br>
Drive routing design decisions across ambiguous problem spaces; synthesize inputs from GBSG BU stakeholders, WFM Operations, Product Development, and Virtual Expert Platform (VEP) to produce clear, risk-aware solutions.</li></ul><div></div><ul><li><br>
Configure and maintain multi-region Amazon Connect environments (Americas, EMEA, APac), including routing profiles, queue and skill assignments, outbound campaign dialer configurations, and Hours of Operation (HOO).</li></ul><div></div><ul><li><br>
Execute advanced CUP configurations including ABR route plans, GenAI/AI Routing (AIR) configurations, eligibility logic, overflow/failover behavior, and Toll Free Number (TFN) call type management.</li></ul><div></div><ul><li><br>
Analyze routing performance across GBSG contact channels &mdash; transfer rates, routing accuracy, multi-contact rates &mdash; using QlikSense, Splunk, and Databricks; translate findings into actionable routing strategy recommendations.</li></ul><div></div><ul><li><br>
Serve as a CUP/CUE subject matter expert for GBSG stakeholders; provide clear guidance on platform capabilities and constraints, and advise on design tradeoffs.</li></ul><div></div><ul><li><br>
Manage P0 incident response within 15-minute SLA; lead root cause analysis for routing-caused incidents and drive preventive configuration changes to reduce recurrence.</li></ul><div></div><ul><li><br>
Contribute to routing strategy authorship: identify systemic improvement opportunities and develop recommendations that inform both near-term configuration decisions and longer-term platform capability needs.</li></ul><div></div><ul><li><br>
Coach and elevate team members; raise quality standards across team documentation, design patterns, and configuration practices.</li></ul><div></div><ul><li><br>
Proactively apply AI tools (ChatGPT, Gemini, GenAI platforms) to accelerate analysis, configuration work, and documentation &mdash; and advocate for broader AI adoption within the team's workflows.</li></ul><p><b><br>
Qualifications</b></p><div>
Required:</div><ul><li>5&ndash;8+ years of experience in business systems analysis, technical operations, or a related discipline with demonstrated progression in scope and complexity.</li><li>Deep, hands-on experience with contact center routing platforms &mdash; Amazon Connect strongly preferred; CUP/CUE experience is a strong differentiator.</li><li>Proven ability to lead ambiguous, cross-functional initiatives from discovery through delivery independently, with minimal guidance.</li><li>Strong analytical skills and experience with operational data platforms &mdash; QlikSense, Splunk, Databricks, or equivalent.</li><li>Demonstrated ability to synthesize complex, competing business requirements into well-scoped, risk-aware technical solutions.</li><li>Track record of influencing technology decisions across multiple stakeholder groups without formal authority.</li><li>Experience managing Agile/Scrum and/or Kanban workflows; comfortable holding priorities and driving delivery through competing demands.</li><li>Clear communicator across technical and non-technical audiences; able to simplify complex routing logic for business stakeholders.</li><li>AI-first mindset: actively explores and applies generative AI tools to accelerate delivery and improve team outcomes.</li></ul><div></div><div><br>
Preferred:</div><ul><li>Direct experience with Intuit's Contact Us Platform (CUP), CUE rules engine, or Amazon Connect routing profile management.</li><li>Experience with Attribute-Based Routing (ABR), GenAI/AI Routing (AIR), or skills-based routing architectures.</li><li>Familiarity with Sherlock, SalesForce, Postman, Jenkins, GitHub, or CSHQ/AMT in an operations or BSA context.</li><li>Experience in a contact center operations or Workforce Management organization supporting multiple business units or geographies.</li><li>Demonstrated ability to mentor peers and elevate team practices at scale.</li></ul><div></div><div><br>
Education:</div><p></p><ul><li><br>
Bachelor's degree in Information Technology, Business, Computer Science, or a related field &mdash; or equivalent practical experience.</li></ul><p><br>
Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position may be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit&reg;: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender. The expected base pay range for this position is:</p><p></p><p><br>
Southern California Area: $156,500 - $212,000<br>
<br>
Bay Area California: $169,000 - $229,000</p></div>

Staff Business Systems Analyst – Contact Center Routing

Momentum Solutions Egypt

<div>
 <strong>
  About Momentum Solutions Egypt
  <br/>
  <br/>
 </strong>
 Momentum Solutions Egypt is a dynamic office located in Heliopolis, Egypt. We deliver top-tier customer care and, sales support for global travelers booking with FlightHub and Justfly. Powered by a dedicated and agile team, Momentum Solutions Egypt is built to scale - supporting functions from service to strategy, all while making travel seamless, accessible, and stress-free.
 <br/>
 <br/>
 <strong>
  Position Overview
  <br/>
  <br/>
 </strong>
 We are looking for a proactive Workforce Management Analyst (WFM) to join our
 <strong>
  Service Department
 </strong>
 . This role combines strategic forecasting and scheduling with live queue monitoring to ensure optimal agent performance and consistent service levels. If you're detail-oriented, data-driven, and thrive in fast-paced environments, this could be the perfect opportunity for you.
 <br/>
 <br/>
 <strong>
  What You'll Be Doing:
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   <strong>
    Forecasting &amp; Analysis
   </strong>
   : Utilize historical and live data from Twilio (calls) and Quiq (chats) to forecast contact volumes and agent demand across five service teams. Ensure optimal staffing and resource allocation to meet operational goals.
  </li>
  <li>
   <strong>
    Headcount &amp; Financial Planning:
   </strong>
   Manage headcount planning in coordination with Operations and HR to balance productivity, payroll budgets, and resource allocation. Support payroll and bonus forecasting by tracking staffing costs, incentive eligibility, and performance-based payouts.
  </li>
  <li>
   <strong>
    Scheduling &amp; Resource Allocation:
   </strong>
   Develop and maintain flexible schedules for all service teams based on forecasted volumes and operational needs. Account for shrinkage, absenteeism, and peak hours to ensure adequate coverage.
  </li>
  <li>
   <strong>
    Intraday Management
   </strong>
   : Monitor real-time performance and make on-the-fly adjustments to address spikes in demand or low coverage. Communicate proactively with leads to optimize occupancy and response times.
  </li>
  <li>
   <strong>
    Performance &amp; KPI Ownership
   </strong>
   : Monitor and drive key performance indicators such as service level, answer rate, abandonment rate, adherence, and forecast accuracy. Collaborate with Team Leads to identify trends and implement improvement strategies.
  </li>
  <li>
   <strong>
    Collaboration &amp; Reporting:
   </strong>
   Partner with Operations, RTAs, and BPOs to align workforce planning with business goals. Provide weekly and monthly reports on staffing, cost performance, payroll accuracy, and forecast variances for all five teams.
  </li>
  <li>
   <strong>
    Bonus &amp; Incentive Management:
   </strong>
   Support the calculation, validation, and reporting of team bonuses. Ensure performance metrics are accurately reflected in incentive payouts and work with leadership to improve transparency and fairness in the process.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  What You Bring:
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   <strong>
    2+ years of experience
   </strong>
   in Workforce Management within a service or contact center environment; exposure to the aviation or travel industry is an asset.
  </li>
  <li>
   Strong forecasting, analytical, and problem-solving skills, particularly in multi-team environments.
  </li>
  <li>
   Proven ability to manage payroll, bonus structures, and cost control for large teams.
  </li>
  <li>
   Excellent communication and organizational skills with attention to detail.
  </li>
  <li>
   Proactive and able to work independently in a fast-paced, high-volume environment.
  </li>
  <li>
   Proficient in Excel, Google Sheets, and WFM systems (e.g., NICE IEX, Verint, or equivalent).
  </li>
  <li>
   Experience collaborating with cross-functional stakeholders in Operations, Finance, and HR.
  </li>
  <li>
   Please note this is a full-time on-site position, in Heliopolis, Egypt.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Benefits of Working With Us:
  <br/>
  <br/>
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Competitive Earnings: Benefit from an incentive-based compensation plan, allowing you to influence your earnings directly.
  </li>
  <li>
   Collaborative Team: Work with a supportive team dedicated to shared success.
  </li>
  <li>
   Growth Opportunities: Develop your career within a company that values commitment and innovation.
   <br/>
   <br/>
  </li>
 </ul>
 Explore FlightHub: https://corporate.flighthub.com/
 <br/>
 <br/>
 Explore Momentum: https://momentumegypt.com/careers
</div>


Workforce Management Analyst (WFM, Service Department)

Optum

<div><p>Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start <b>Caring. Connecting. Growing together.</b></p><p></p><p><br>
We are seeking a highly motivated and technically proficient Automation Architect to support and enhance our enterprise technology landscape, with a focus on deploying innovation &amp; automation to the existing CCaaS/ Telephony platforms. This involves data mapping, data transfer processes, and release coordination. This role is ideal for someone who thrives in a fast-paced environment, can bridge the gap between technical teams and leadership, and is passionate about optimizing systems and data flows to drive business value. Prior experience in Patient Access/ Revenue Cycle Management and working with EHRs is highly desirable.</p><p></p><p><br>
You'll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges.<br>
<br>
<b>Primary Responsibilities:</b></p><ul><li>
Design &amp; deploy conversational AI and LLM enabled (i.e. CoPilot) features</li><li>
Integrate with various CRM and EHRs based on the desire business process</li><li>
Support enterprise telephony platforms (e.g., VoIP, contact center systems)</li><li>
Collaborate with vendors and internal teams to ensure system performance, scalability, and compliance</li><li>
Monitor usage and performance metrics to identify and implement improvements</li><li>
Lead data mapping initiatives across systems to ensure accurate and efficient data integration</li><li>
Understand and document how data transfers work, including ETL pipelines, API-based integrations, and batch/real-time flows</li><li>
Ensure data integrity, consistency, and alignment with business rules and compliance standards</li><li>
Coordinate releases and system updates across environments</li><li>
Work with development, QA, and operations teams to ensure smooth deployments</li><li>
Maintain release documentation and support change control processes</li><li>
Serve as a key liaison between technical teams and business leadership</li><li>
Translate complex technical concepts into clear, actionable insights for decision-makers</li><li>
Prepare and deliver presentations, reports, and strategic recommendations</li></ul><p><br>
You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.</p><p><b>
Required Qualifications:</b></p><ul><li>
Experience in technology systems analysis, data management, or telephony support</li><li>
Experience with enterprise telephony platforms (e.g. CxOne, Genesys, Amazon Connect, Five9)</li><li>
Solid understanding of data mapping, data transfer mechanisms, and system interoperability</li><li>
Familiarity with release management tools and practices (e.g., ServiceNow, Jira)</li><li>
Proven excellent written and verbal communication skills, with the ability to engage leadership and cross-functional teams</li></ul><p></p><p><b><br>
Preferred Qualifications:</b></p><ul><li>
Bachelor's degree in Information Systems, Computer Science, or related field</li><li>
Experience with API integrations</li><li>
Knowledge of ITIL practices and change management protocols</li><li>
Familiarity with cloud-based telephony and data platforms</li><li>
Familiarity with EHRs (Electronic Health Records- e.g. Epic, Cerner, Athena etc..)</li><li>
Proven ability to lead cross-functional initiatives and drive process improvements</li></ul><p></p><ul><li><br>
All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy.</li></ul><p><br>
Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $91,700 - $163,700 annually based on full-time employment. We comply with all minimum wage laws as applicable.</p><p><b><br>
Application Deadline:</b> This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.</p><p></p><p><i><br>
At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.</i></p><p></p><p><i><br>
UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.</i></p><p><i><br>
UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.</i></p></div>

Automation Contact Center Architect - Remote

<div>
 <p>
  <strong>
   MIS Analyst | Contact Center
  </strong>
 </p>
 <p>
  As an
  <strong>
   MIS Analyst
  </strong>
  , you are responsible for managing, analyzing, and delivering accurate data insights that support operational decision-making and performance optimization within the contact center.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Key Responsibilities:
  </strong>
 </p>
 <ul>
  <li>
   Generate, maintain, and distribute daily, weekly, and monthly MIS reports for contact center operations
  </li>
  <li>
   Analyze performance metrics such as AHT, SLA, FCR, occupancy, shrinkage, and agent productivity
  </li>
  <li>
   Develop and automate reports using Excel (advanced functions, PivotTables, dashboards) and other reporting tools
  </li>
  <li>
   Monitor real-time and historical data to identify trends, gaps, and opportunities for improvement
  </li>
  <li>
   Ensure data accuracy, integrity, and consistency across all reporting systems
  </li>
  <li>
   Support stakeholders (Operations, QA, WFM, and Management) with actionable insights and customized reports
  </li>
  <li>
   Create and maintain dashboards to visualize KPIs and operational performance
  </li>
  <li>
   Conduct root cause analysis on performance deviations and recommend corrective actions
  </li>
  <li>
   Work closely with cross-functional teams to enhance data reporting processes and efficiency
  </li>
  <li>
   Handle ad-hoc reporting requests and provide timely data-driven insights
  </li>
  <li>
   Maintain databases and ensure proper documentation of reporting processess
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   .
  </strong>
 </p>
 <p>
  <strong>
   Qualification
  </strong>
 </p>
 <ul>
  <li>
   Bachelor&rsquo;s degree in Business Administration, Computer Science, Statistics, or related field
  </li>
  <li>
   Experience in a contact center environment
  </li>
  <li>
   Advanced proficiency i
   <strong>
    n Microsoft Exc
   </strong>
   el (VLOOKUP, Pivot Tables, Macros is a plus)
  </li>
  <li>
   Familiarity with reporting tools such as Power BI, Tableau, or similar platforms.
  </li>
  <li>
   Strong analytical, problem-solving, and data interpretation skills.
  </li>
  <li>
   High attention to detail and ability to manage large datasets accurately.
  </li>
  <li>
   Good communication skills to present insights to stakeholders.
  </li>
 </ul>
 <p>
 </p>
</div>


Management Information System Executive

Department of Health Care Services

<p></p><div><div><div><div><div><div><div><div><div><div><div><div><p>Department of Health Care Services
</p></div><div><div><div>JC-521098 </div><ul><li></li></ul><div>Call Center Analyst
<br>
ANALYST I
</div></div><p>$3,861.00 - $6,276.00 per Month<br>
New to State candidates will be hired into the minimum salary of the classification or minimum of alternate range when applicable.
</p><p><b>Final Filing Date: </b><b>6/22/2026</b><b><br>
</b></p></div></div></div></div></div><div></div><div><div><p>Job Description and Duties</p>
<p></p><div><b>Why Join DHCS?</b></div><div></div><div><br>
The Department of Health Care Services (DHCS) is the backbone of California&rsquo;s health care safety net. Our success is made possible by the hard work of more than 4,800 DHCS team members and through collaboration with the federal government and other state agencies, counties, and partners for the care of low-income families, children, pregnant women, older adults, and persons with disabilities. This is an exciting opportunity to join our diverse team in the following role. If you are interested in joining our team, apply today!</div><div><b><br>
About this Role:</b><br>
<br>
The role of the Analyst I, under supervision of the Supervisor I, performs a variety of tasks to carry out the duties and functions associated with the Ombudsman Office. The Analyst I will receive close supervision from the Supervisor I and will assist the lead's and other staff within the unit. Initially, in a learning capacity, the incumbent will perform the less complex assignments and as incumbent progresses, will be assigned the full range of duties associated with the position.<b><br>
</b></div><div></div><div>This classification was previously known as the Staff Services Analyst classification and is now referred to as the Analyst I classification, effective January 1, 2026.</div><div></div><div><br>
Have questions and/or need assistance? Contact recruit@dhcs.ca.gov, we are here to help walk you through the state hiring process!</div><br>
<p></p>
</div><p></p><div><p>Working Conditions</p>
<p></p><p>Please see the Telework and Salary Information section below for telework, reporting location, and temporary statewide salary reduction details.</p><br>
</div></div><p></p><div><div>
</div></div><div><div><p>Position Details</p>
<div><div><div><b>Job Code #:</b> </div><div>JC-521098
</div></div><div><div><b>Position #(s):</b>
</div><div><div>805-158-5157-XXX</div>
</div></div><div><div><div><b>Working Title:</b> </div><div><b>Call Center Analyst</b>
</div></div></div><div><div><b>Classification:</b> </div><div>ANALYST I
<div>$3,861.00 - $4,839.00 A
</div><div>$4,181.00 - $5,233.00 B
</div><div>$5,014.00 - $6,276.00 C
</div>New to State candidates will be hired into the minimum salary of the classification or minimum of alternate range when applicable.
</div></div><div></div><div><div><b># of Positions:</b> </div><div>Multiple
</div></div><div><div><b>Work Location:</b> </div><div>Sacramento County
</div></div><div><div><b>Telework:</b> </div><div>Telework
</div></div><div><div><b>Job Type:</b> </div><div>Permanent, Full Time
</div></div></div></div><div><p>Department Information</p>
<div><div>DHCS&rsquo; purpose is to provide equitable access to quality health care leading to a healthy California for all.</div><div></div><div><br>
DHCS is a dynamic organization with ambitious goals and talented, committed employees. We work hard every day to fulfill our vital responsibility to support the delivery of quality health care to Californians. DHCS is committed to addressing disparities within our organization and in our communities through efforts toward greater diversity, equity, and inclusion. This is accomplished, in part, by a commitment toward employing a diverse workforce that reflects the many communities we serve, and by promoting and enforcing equal employment opportunity.</div><div><br>
</div><div>Take a look at some of DHCS' recent projects and happenings that our Department has accomplished in the DHCS Newsroom.</div><br>
<div></div>
</div></div></div><div></div><div><div><p>Special Requirements</p>
<div></div><div><div><b>Simple Application Steps</b></div><div></div><div><br>
If you are interested in this position, complete the following simple steps:</div><div></div><div><br>
<ul><li>Review the education and experience minimum qualifications (MQ&rsquo;s) of the Analyst I CalCareers. See the Minimum Requirements section above.</li><li>
</li><li>
Submit your application package with all required documents, which include the statement of qualifications - see the &quot;Required Application Package Documents&quot; section below.</li><li>
Once you have applied, take the Analyst I Examination. CalCareers</li></ul></div><br>
<div></div><div>This recruitment may be used to fill other vacancies.</div><div></div><div><b><br>
Statement of Qualifications Requirement Section:</b></div><div></div><div><br>
Applicants must include a Statement of Qualifications (SOQ) for this recruitment. The SOQ is a narrative discussion prepared by the applicant describing how the applicant&rsquo;s skills, knowledge, abilities, education, training, and experience, qualify them for the position. The SOQ serves as documentation of each candidate&rsquo;s ability to present information clearly and concisely in writing. DHCS will not consider applicants who fail to provide an SOQ with their application. Resumes do not take place of the SOQ.<br>
<br>
Please be sure to add your name and job control number to the SOQ. Do not exceed one page. Please use Arial font size 12.</div><div>
<ul><li>Can you describe your experience interacting with the public and while providing good customer service</li><li>
Can you describe your experience working with Medi-Cal, health insurance programs, or in a call center environment?</li></ul></div><br>
</div></div><div></div><br>
<br>
<div><p>Application Instructions</p>
<div><p>Completed applications and all required documents must be received or postmarked by the Final Filing Date in order to be considered. Dates printed on Mobile Bar Codes, such as the Quick Response (QR) Codes available at the USPS, are not considered Postmark dates for the purpose of determining timely filing of an application.
</p>Final Filing Date: 6/22/2026
<p><b>Who May Apply</b></p>
<div>Individuals who are currently in the classification, eligible for lateral transfer, eligible for reinstatement, have list or LEAP eligibility, are in the process of obtaining list eligibility, or have SROA and/or Surplus eligibility (please attach your letter, if available). SROA and Surplus candidates are given priority; therefore, individuals with other eligibility may be considered in the event no SROA or Surplus candidates apply.
<br>
<br>
Applications will be screened and only the most qualified applicants will be selected to move forward in the selection process. Applicants must meet the Minimum Qualifications stated in the Classification Specification(s).
</div><p><b>How To Apply</b></p>
<div>Complete Application Packages (including your Examination/Employment Application (STD 678) and applicable or required documents) must be submitted to apply for this Job Posting. Application Packages may be submitted electronically through your CalCareer Account at www.CalCareers.ca.gov. When submitting your application in hard copy, a completed copy of the Application Package listing must be included. If you choose to not apply electronically, a hard copy application package may be submitted through an alternative method listed below:<br>
<div><p><b>Address for Mailing Application Packages</b></p>
<p>You may submit your application and any applicable or required documents to:</p><br>
<div></div><div><div><div>Department of Health Care Services
</div><div>Mailing
</div><div>Attn: Certification Technician JC-500152
</div><div>M.S. 1300
</div><div>P.O. Box 997411
</div><div>Sacramento, CA 95899-7411
</div></div></div></div><div><p><b>Address for Drop-Off Application Packages</b></p>
<p>You may drop off your application and any applicable or required documents at:</p><br>
<div></div><div><div><div><div>Department of Health Care Services
</div><div>Mailing
</div><div>Certification Section JC-500152
</div><div>M.S. 1300
</div><div>P.O. Box 997411
</div><div>Sacramento, CA 95899-7411
</div><div>Monday &ndash; Friday (excluding holidays)
</div><div>08:00 AM - 04:00 PM
</div></div></div></div></div></div><p><b>Required Application Package Documents</b></p>
<p>The following items are required to be submitted with your application. Applicants who do not submit the required items timely may not be considered for this job:
</p><ul><li>Current version of the State Examination/Employment Application STD Form 678 (when not applying electronically), or the Electronic State Employment Application through your Applicant Account at www.CalCareers.ca.gov. All Experience and Education relating to the Minimum Qualifications listed on the Classification Specification should be included to demonstrate how you meet the Minimum Qualifications for the position.</li>
<li>Resume is optional. It may be included, but is not required.</li>
<li>Statement of Qualifications - See Statement of Qualifications Section.</li>
</ul></div>Applicants requiring reasonable accommodations for the hiring interview process must request the necessary accommodations if scheduled for a hiring interview. The request should be made at the time of contact to schedule the interview. Questions regarding reasonable accommodations may be directed to the EEO contact listed on this job posting.
</div></div></div><div><p>Desirable Qualifications</p>
<div>In addition to evaluating each candidate's relative ability, as demonstrated by quality and breadth of experience, the following factors will provide the basis for competitively evaluating each candidate:
</div><div><br>
Ability to:<div><br>
Customer service experience</div><div>
Call Center/ Phone experience</div><div>
Strong interpersonal communication skills</div><div>
Strong verbal and writing skills</div><div>
Insurance or Medi-Cal background preferred</div>
</div></div><div><p>Benefits</p>
<div><p>DHCS is dedicated to creating an innovative workplace for its team members that is inclusive, diverse, and interactive! Here are a few of the ways we stay engaged with our team:</p><ul>
<li>Continuous and ongoing training</li><li>
Diversity, Equity, and Inclusion program activities</li><li>
Employee Assistance Program (EAP)</li></ul><br>
<div><br>
Additionally, as a team member of the State of California, you may be eligible for many benefits, such as:</div><ul>
<li>Medical, including health, dental, and vision insurance.</li><li>
Paid Holidays and vacation/leave</li><li>
Defined retirement program</li><li>
Savings Plus Program (401(k), 457)</li><li>
Medical/Dependent Care Reimbursement Accounts</li></ul><br>
<div><br>
Full benefits information can be found on CalHR's California State Civil Service Employee Benefits Summary</div><p><br>
DHCS 2023-2027 Strategic Plan provides more information about our commitment to serving Californians and organizational excellence.</p><div>
We need your help! Please let us know how you heard about our position by taking this brief optional survey: SurveyMonkey link. This survey is not required to be considered for this position.</div>
</div></div><div><p>Contact Information</p>
<div><p>The Hiring Unit Contact is available to answer questions regarding the position or application process.
</p><p><b>Hiring Unit Contact:
</b><br>
Alyssa Ringor<br>
(916) 633-0176<br>
alyssa.ringor@dhcs.ca.gov
</p><div><p>Please direct requests for Reasonable Accommodations to the interview scheduler at the time the interview is being scheduled. You may direct any additional questions regarding Reasonable Accommodations or Equal Employment Opportunity for this position(s) to the Department's EEO Office.
</p><b>EEO Contact:</b><br>
EEO Officer<br>
(916) 440-7370<br>
civilrights@dhcs.ca.gov
</div><p>California Relay Service: 1-800-735-2929 (TTY), 1-800-735-2922 (Voice) TTY is a Telecommunications Device for the Deaf, and is reachable only from phones equipped with a TTY Device.
</p></div></div><div><p>Telework and Salary Information</p>
<p></p><div><b>Telework:</b> This position is currently eligible for 100% telework. The amount of telework is at the discretion of the Department and is subject to change consistent with DHCS&rsquo; Telework Program and Government Code sections 14200 &ndash; 14203. Telework is available to California residents, and proof of residency may be required.</div><div></div><div><br>
Business travel may be required, and reimbursement considers an employee&rsquo;s designated office and residence subject to regulations and bargaining unit contract provisions. All commute expenses to the reporting location will be the responsibility of the selected candidate.</div><div></div><div><br>
This position is located in the, Managed Care Contract Oversigh Branch, Office of the Ombudsman Section, Office of the Ombudsman Unit B, at 1501 Capitol Avenue, Sacramento, CA.<br>
</div><p><b>Salary:</b> Effective July 1, 2025, the California Department of Human Resources (CalHR) implemented the temporary Personal Leave Program 2025 (PLP 2025). PLP 2025 directs that each employee receive a temporary reduction in pay in exchange for PLP 2025 leave credits. The temporary salary reduction percentage and the number of PLP 2025 leave credits are based on the position&rsquo;s associated bargaining unit. The salary range(s) included in this job advertisement do not include the temporary salary reduction. Please reach out to the hiring unit contact listed on this job advertisement for details.</p>
</div><p></p><div><p>Additional Information</p>
<p></p><div>Using the online application system as specified in the announcement is the preferred method of applying for civil service job opportunities; however, applicants may instead apply by way of U.S. mail, parcel delivery or courier service, or in person, as set forth in this announcement.</div><div></div><div><br>
Paper applications must include a signature. Dates printed on envelopes by mobile barcodes or equivalent mobile print technology are not acceptable proof of the date the application and any other required documents or materials were filed.</div><div></div><div><br>
Applicants must state their basis of eligibility (List Eligibility, Lateral Transfer, Reinstatement, T&amp;D, or Surplus/SROA), and the Job Control (JC) number and/or position number in the &ldquo;Examination(s) or Job Title(s), For Which You Are Applying&rdquo; section on the STD. 678. Surplus/SROA candidates should submit a copy of their letter with their application. Please remove any confidential information (i.e., social security number, date of birth, etc.) as well as any information regarding your LEAP eligibility and/or exam scores from your documents prior to submission.</div><div></div><div><br>
All information on the Employment Application (STD 678) must be completed. Applicants should include all employment history on the Employment Application (STD 678), including detailed job descriptions, hours worked per week, and start/end dates (MM/DD/YYYY). Resumes or other documents may not be substituted for the Employment Application (STD 678).</div><div><br>
</div><div>If applying electronically, please note that CalCareers no longer allows applicants to withdraw their applications. If you need assistance to withdraw your application, please contact the Recruitment Section at recruit@dhcs.ca.gov. For all other questions regarding your CalCareer account, please contact CalHR&rsquo;s CalCareers Unit at (866) 844-8671 or calcareer@calhr.ca.gov.<br>
</div></div><p></p><br>
<div><div><p>Equal Opportunity Employer</p>
<p>The State of California is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation.
</p><p>It is an objective of the State of California to achieve a drug-free work place. Any applicant for state employment will be expected to behave in accordance with this objective because the use of illegal drugs is inconsistent with the law of the State, the rules governing Civil Service, and the special trust placed in public servants.
</p></div></div></div></div></div></div><p></p><div><div><b>Application Methods:
</b><div>Electronic (Using your CalCareer Account)</div>
<div>By Mail</div>
<div>Drop-off</div></div></div></div></div><div></div>

ANALYST I

Koniag

<p><b>Security Operations Analyst </b></p><p><b>Tuknik Government Services , LLC (TGS),</b> a Koniag Government Services company, is seeking an experienced <b>SOC Analyst </b>to support TGSand our government customer in Durham, NC, Baltimore, MD or Denver, CO.</p><p><b>Position Overview: </b>Work in a Security Operations Center (SOC) environment, providing detailed documentation of reported incidents utilizing ServiceNow. The candidate will function as a SOC Analyst performing triage, investigations, and responding to a wide variety of alerts.</p><p><b>All employees are considered mission critical and are expected to report even during inclement weather conditions</b>.</p><p>We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.</p><p><b>Essential Functions, Responsibilities &amp; Duties may include, but are not limited to:</b></p><ul><li>Providing 24/7/365 monitoring and analysis of security event alerts across the enterprise network.</li><li>Monitoring agency systems and daily log events to identify potential security threats. Sources include, but not limited to, sensor alert logs, firewall logs, content filtering logs, and Security Information and Event Management logs.</li><li>Reviewing incoming alerts, investigating, and ticketing all identified potential security threats using agency incident response ticketing platform.</li><li>Prioritize all incoming alerts and responds accordingly in a timely manner.</li><li>Validating traffic and/or network activity (per alerts/logs) as anomalous in accordance with agency standards and procedures.</li><li>Identifying, investigating, and escalating potential security threats to senior agency resources when needed.</li><li>Measuring and modeling traffic, while identifying patterns and ports.</li><li>Producing reports, both contractual and ad hoc, providing information on events, trends, issues, and activity as requested by the federal customer.</li><li>Providing data for inclusion in the agency&rsquo;s CISA report.</li><li>Utilize OSINT tools to identify and mitigate potential cybersecurity threats to the customer&rsquo;s network.</li><li>Identifying the necessity for, and implementation of, the creation of new intrusion detection signatures.</li></ul><p><b>Work Experience, Knowledge, Skills &amp; Abilities:</b></p><ul><li>Candidate must have a minimum of 2-4 years of experience as an analyst in a security operations center or similar environment.</li><li>Working knowledge of Security Operations Center systems and the role such systems play in detecting intrusion attempts.</li><li>Documented experience creating custom intrusion signatures to detect specific network traffic anomalies.</li><li>Demonstrated experience in populating sensors with newly available signatures when responding to events or management requests.</li><li>Knowledge of potential threat reporting and tracking by means of at least one large-scale ticketing system (ServiceNow, CAPRS, or other similar system).</li><li>Ability to utilize email, instant messaging, and other monitoring tools to effectively navigate through the incident response process.</li><li>Strong oral presentation skills and the ability to articulate English in a clear and concise manner.</li><li>Demonstrated experience with Windows Operating System and Microsoft 365 tools.</li></ul><p><b>Requirements </b></p><ul><li>High School Diploma accompanied with related advanced training and certifications in cybersecurity or a related field. BS/BA degree preferred.</li><li>Required certifications include CompTIA Security+. Documented proof of certifications is required prior to the start of employment.</li><li>Experience with Windows Operating System and Microsoft 365 tools.</li><li>Great Written and Communication Skills - Must have the ability to convey information clearly and effectively</li><li>Must live within 2 hours travel of the designated Security Operations Center for which they are applying.</li><li>Must be able to obtain a Public Trust clearance.</li></ul><p><b>Nice-to-haves</b></p><ul><li>Bachelor&rsquo;s or Master&rsquo;s degree in computer science, or cybersecurity, or information technology.</li><li>Other advanced certifications such as Cybersecurity Analyst+ (CySA+), Certified Ethical Hacker (CEH), or Certified Information System Security Professional (CISSP)</li></ul><p><b>Our Equal Employment Opportunity Policy</b></p><p>The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, sex, sexual orientation, gender, or gender identity (except where gender is a bona fide occupational qualification), national origin, age, disability, military/veteran status, marital status, genetic information, or any other factor protected by law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits and all other privileges, terms, and conditions of employment.</p><p>The company is dedicated to seeking all qualified applicants. If you require accommodation to navigate or to apply for a position on our website, please contact Heaven Wood via e-mail at or by calling 703-488-9377 to request accommodation.</p><p><i>Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities. For more information, please visit www.koniag-gs.com.</i></p><p><i><b>Equal Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352</b></i></p><p>Pay: $68,125.75 - $82,043.91 per year</p><p>Benefits:</p><ul><li>401(k)</li><li>Dental insurance</li><li>Parental leave</li><li>Retirement plan</li><li>Tuition reimbursement</li></ul><p>Work Location: In person</p>

SOC Analyst

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